Operations Manager - Lancashire

Be part of something great. Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

This role is home based but requires travel to sites in the region 2 or 3 times per week. Sites could include Blackpool, Preston and Blackburn. Benefits include 25 days annual leave, 9% combined pension, flexible benefits package and holiday trade scheme. Salary - £49,000.

Job Summary

The Operational Delivery Manager leads multi-benefit delivery across Personal Independence Payment (PIP) and Work Capability Assessment (WCA) within their reporting line, ensuring the consistent achievement of throughput performance levels (TPLs) and key performance indicators (KPIs) for both volume and quality. They analyse regional management information (MI), identify risks and opportunities, and execute corrective actions at pace.

The role provides visible leadership, coaching and engagement for Service Delivery Managers and Health Professionals, with a strong focus on reducing attrition and absence and improving colleague experience. There will be a key focus on continuous improvement and will be expected to work alongside the Delivery Enablement Leads to ensure the new entrant journey is delivering to expectations and they will be expected to identify key areas for improvement by way of factual feedback. They will also be expected to contribute effectively to ongoing projects, pilots and change initiatives to drive Service Excellence.

The role will have line management responsibility for approximately 9 Service Delivery Managers.

• Jointly monitor operational and clinical performance across PIP & WCA with support from Head of Assurance & Audit using site and individual MI to spot trends, risks and development needs; create and execute improvement plans in line with HR policies.
• Own delivery of core TPLs and KPIs for both volume (clearance, timeliness, productivity) and quality (audit pass rates, rework, customer experience) across PIP & WCA, escalating exceptions and driving recovery plans.
• Resource planning: align supply to demand across benefits, sites and modalities; work alongside the Planning and Performance team to implement effective booking policies to maximise clearance while protecting quality and claimant journey.
• People leadership: build engagement of Health Professionals and direct teams, deploy retention plans, manage absence proactively, and lead effective 1-to-1s, coaching and performance management to reduce attrition and absence.
• Drive change and continuous improvement: lead rollout of new technology and ways of working, standardise best practice across sites, and track benefits realisation.
• Customer and stakeholder focus: review complaints and CSAT; implement actions to improve the claimant experience across PIP & WCA; manage escalations and maintain strong relationships with DWP and other stakeholders.
• Governance, compliance and facilities: ensure adherence to HSE, security and contractual requirements; uphold governance frameworks set by the Head of Operations and Quality.

Key contacts and relationships

• Operations Director
• Head of Operations inc SCP
• Head of New Entrant Excellence
• Head of Operational Excellence
• Heads of Clinical Assurance & Audit
• Recruitment Training Team
• Estates & Facilities
• Key client relationships and attendance at regular scheduled performance meetings / hosting site visits with commissioners.

Experience leading and developing diverse, high‑performing teams across multiple sites and benefit types. Highly organised with the ability to prioritise workloads across complex, fast‑changing environments. Proven delivery of challenging performance targets (TPLs and KPIs) for both volume and quality outcomes. Strong capability in creating and executing action plans to drive performance improvement. Confident relationship builder who influences and empowers others to make proactive decisions. Analytical mindset with strong attention to detail; proficient with spreadsheets and business analysis tools. Strong coaching and mentoring skills; calm and steady presence in difficult situations. Excellent written communication and presentation skill. Creates Innovative Solutions. Focuses on the Customer. Demonstrates Compassion. Takes Responsibility & Acts with Integrity. A commitment to the principles and practices of diversity, equity, and inclusion.

Must be flexible and agile in personal ways of working - able to travel around the business at short notice and adopt a working style and pattern that is fit for the situation being faced. Resilient - must be able to cope with a demanding and ever‑changing workload. Balance - must have experience of working in high pressure situations and be able to demonstrate calmness and rational thinking when situations escalate to become highly demanding. Digitally adept and in tune with use and utilisation of modern and emerging technologies.

Travel Requirements

National role - must be able to travel flexibly and freely across UK operations according to demand.

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long‑term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.